Deliveries Returned to Us

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• Occasionally an order will be returned to us for one of the following reasons:

  • A card was left but there was no response from the recipient to arrange re-delivery.

  • A card was left but the recipient did not pick the package up from the post office or newsagent.

  • The recipient is not known at that address or has moved.

  • The address details are incorrect or insufficient.

  • The delivery was refused.

  • There was no access to a secure building or complex to deliver or leave a card.

  • The courier could not contact the recipient and there was nowhere safe to leave the parcel.

• If a parcel has an incorrect address, our couriers are unable to call the recipient to verify, and instead, the parcel will be returned to us.

• Orders cannot be redirected while in transit and will need to be returned to us before being sent to the new/correct address.

• We will inform you via email within three business days of the order being returned to us.

• An applicable redelivery fee will be passed on to you to facilitate the delivery of the order to the same or an alternative address.

 

Damaged or Faulty Items

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• We are proud of the quality and presentation of our products and do everything we can to ensure that every recipient is happy with their products.

• In the event that your hamper or its contents are incorrect or arrive damaged or faulty, please contact our Customer Service Team at hello@legrangegallery.com.

• We will happily replace, exchange, or issue a credit or refund depending on the extent of the damage and how you wish to resolve the issue.

• We will require photos or video so that we can better understand the extent of the damage or issues with the product.

• We will not be able to replace, exchange or issue a credit or refund for any product that has been dispatched for more than 30 days.

• Please note that refunds will be credited back to the original card or Paypal account used.

 

Cancellation or Change of Mind

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• Our orders are dispatched within 1-4 business hours of the order being received, and it is advisable that if an error has been made or if you wish to cancel the order, to contact us immediately at hello@legrangegallery.com  (business days 9 am-5 pm AEST).

• Orders cannot be amended or cancelled once they have been prepared and are with our couriers for delivery.

• In the rare event that you or your recipient are not happy with the products or their contents, please return the products in the same condition it was received to the warehouse's address we will notify you, and include the original order number within the package.

• Custom orders are not eligible for returns or refunds. We accept cancellations only within 24 hours after the order has been placed. Orders that have no response to the approval request within 24 hours are not eligible for a refund or cancellation of the order.

• Contact our Customer Service Team at hello@legrangegallery.com  and let us know that the goods are on their way back to us and how you would like the return to be processed:

  • Exchange for another item**

  • Store credit^

  • Refund to the original card or PayPal account used^

• We will email you once the item has arrived back with us and the return has been processed.

• If the goods have left our warehouse but have not yet been delivered, they will first need to be delivered to the recipient and then returned to us as we are unable to redirect an order once it is already on the road.

• The return must be received within 30 days of the original date of dispatch.

• Artists' premium order are not eligible for returns or refunds. We accept order cancellation only within 24 hours after the order has been place. 

• Orders placed in the gallery offline with Lay-By orders are subject to a different return policy due to the fact that payment may take an extended period of time. Customer can cancel a lay-by at any time before they collect the item. We will  refund all amounts paid by the consumer under the agreement, except for any cancellation fee. There is usually a 10% cancellation fee if the order is cancelled by the customer. If the customer's lay-by payments do not cover the cancellation fee, the supplier can recover the outstanding amount as a debt.

• In the event that the artwork from a Lay-By order is not suitable, we reserves the right to void the returns policy with prior notice or allow the return and the buyer may return the artwork in exchange for a gift voucher to the equivalent value of the artwork purchased. The gift voucher cannot be redeemed for cash, it can only be used to purchase an alternative artwork.

**Shipping charges will apply to sending the replacement item

^Minus the cost of shipping of the original order, including orders for which shipping was free ($20-$30 will be deducted, depending on the actual cost of delivery). Please allow 2-3 business days for the funds to reappear in your account.